2203-5 Customer Care Specialist II

CapStar Bank
Customer Care Specialist II
Non-Exempt Full-Time
Nashville, TN, US


Job Purpose:

Delivers exceptional customer care while performing a variety of financial transactions accurately and efficiently. Addresses inquiries and maintains product and service knowledge to make referrals and leverage cross-sell opportunities to achieve financial center and bank growth objectives. Responsible for adhering to policy and procedures to minimize loss and maintain cash control of the bank’s assets. Serves as a senior level specialist and may assist in training or mentoring entry level specialists.



Job Responsibilities:

  1. Provide exceptional service by developing customer relationships, including prompt acknowledgement of the customer, maintaining a friendly, courteous demeanor and professional image, and ensuring customer satisfaction with each transaction.
  2. Be responsive, knowledgeable, and timely with correspondence and problem resolution.
  3. Accurately and efficiently complete customer transactions, including but not limited to, cashing checks, processing deposits and withdrawals, savings account transactions, change orders, processing transfers, loan payments, redeeming bonds, cash advances, cashier’s checks, debit cards, stop payments, wire requests, address changes and account maintenance. Also responsible for processing mail, night depository and ATM transactions, as applicable.
  4. Follow applicable policies and procedures, regulations, and security processes, completes necessary documentation and maintains customer trust and confidentiality.
  5. Maintain an extensive working knowledge of the complete suite of products and services offered.
  6. Responsible for balancing cash drawer and maintaining control and accounting of the Bank’s cash assets.
  7. Perform daily office responsibilities to maintain efficient operation of the financial center, including but not limited to: Bank Opening/Closing, Vault Opening/Closing, Cash Shipments, Handling Cash Drawers, Safe Deposit Box Opening/Closing.
  8. Responsible for achieving performance standards for referrals and cross-sell of products and services to achieve growth objectives.
  9. Maintain scheduling flexibility and effectively partner with financial center colleagues and management.
  10. Operate cash/bank technology systems.
  11. Participate in all applicable training, including BSA/AML, Reg CC, and additional training as required by the job function.

Note: Incumbent may be asked to perform other non-essential duties as assigned.



Job Qualifications:



High School Diploma/GED required



Cash handling and customer service/sales experience in the financial services industry required. Must have at least moderate computer skills.


Management Activities:

  • Interview, select and train employees
  • Set and adjust their rates of pay and hours of work
  • Direct the work of employees
  • Appraise employees productivity and efficiency for the purpose of recommending promotions or other changes in status
  • Handle employee complaints
  • Discipline employees
  • Plan the work
  • Determine the techniques to be used
  • Apportion the work among the employees
  • Determine the type of materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked and sold
  • Control the flow and distribution of materials or merchandise and supplies
  • Provide for the safety and security of the employees or the property
  • Plan and control the budget
  • Monitor or implement legal compliance measures
  • Customarily and regularly direct the work of at least 2 or more full-time employees or their equivalent (1 full-time employee at 40 and 2 half-time employees at 20 hours each , are equivalent to 2 full-time employees).
  • Authority to hire or fire other employees, or makes suggestions and recommendations as to the hiring, firing , advancement, promotion or any other change of status of other employees are given particular weight.



Physical Requirements:

  • Ability to speak and hear. Close and distance vision. Frequent sitting with some walking and standing. Frequently lifts/carries up to 5 lbs. Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.


Additional physical and visual requirements 

  • Identify and distinguish colors
  • Stand for long periods of time
  • Walk extended distances
  • Lift/carry 6-25 lbs.
  • Lift/carry 26-50 lbs.
  • Lift/carry over 50 lbs.
  • Reach hands and arms in any direction
  • Kneel and/or stoop repeatedly


Qualified applicants may click this link to apply: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=efa1b269-c15e-4875-8e37-fb6bb6dbb61b&ccId=19000101_000001&jobId=436159&source=CC2&lang=en_US

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